Inbox & human handoff

Inboxshows recent threads on your Page, newest first. The bot handles most of them silently; threads where it wasn't sure are flagged needs human.

When does a thread get flagged?

When the bot doesn't have a confident answer for what the customer asked. It replies with a polite "I'll check with the shop and get back to you" in the right language and marks the thread for human follow-up — so the customer knows they were heard and your team knows where to step in.

Handling a flagged thread

1. Open the thread on Facebook.com / Messenger / WhatsApp and reply to the customer manually.
2. Decide whether the question deserves a knowledge-base entry. If yes, add it in Knowledge — the bot will answer the same question automatically next time.
3. The flag clears automatically once the bot answers a follow-up message confidently. A manual "mark resolved" button is on the roadmap.

Pause the bot

Open Settings and toggle Auto-replyoff. Incoming messages still show up in your inbox, but the bot stops replying. Flip it back on whenever you're ready.